White Label Partner Expectations
This article outlines expectations from White Label Partners in order to best work together to resolve problems & grow as partners.
Table of Contents
Scope
Intended Audience: White Label Partners
This article outlines expectations from White Label Partners in order to best work together to resolve problems & grow as partners.
Requirements
- Be a White Label Partner
Expectations
The expectation is that you have both all of the information required AND are including the troubleshooting steps you have tried AND steps necessary to replicate the issue. All of this was covered in training. This is why you have the big boy job. We're going to treat you as a knowledgeable partner with those expectations. If you don't feel you're there, schedule more training. We're happy to do so.
Do not do any work that a WLP is capable of themselves. It is the WLPs job to be T1 and T2 (unless you're paying for that from us). Our goal for support tickets is education so the WLP can solve for themselves. The exception is when it's something that requires back-end access. In those cases, we will resolve for the WLP.